Ship Shape Summer Days Crossword

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Across
  1. 1. Even if a caller's joke isn't funny, it's polite to give a courtesy ______.
  2. 3. The people you serve each day.
  3. 5. Your most important communication tool when you’re on the phone is your _____.
  4. 8. This shows you are willing to take the call.
  5. 13. A confirmation word. Undoubtedly; definitely; surely:
  6. 14. This negative word should be removed from your customer service vocabulary and replaced with situation
  7. 16. With angry customers it’s important to let them do this, _____.
  8. 17. Treat each customer as if they’re the _____ one you’ll deal with that day.
Down
  1. 2. A positive one will make your day better.
  2. 4. A confirmation word. With no qualification, restriction, or limitation; totally.
  3. 6. Taking personal responsibility for a customer’s complaint is taking _____.
  4. 7. A Possession phrase starter (2words)
  5. 9. The most important customer service skill is _____.
  6. 10. You start each call with a friendly _____.
  7. 11. You sound more relaxed and friendly when you _____ while talking on the phone.
  8. 12. Understanding and identifying with your customers’ feelings is called _____.
  9. 15. This establishes a bond with your caller.